Queue Support Representative

The Queue Support Rep will serve as the primary point of contact for assigned customer accounts, providing responsive support, coordinating service requests, and ensuring timely resolution of customer inquiries and service issues.

Duties and Responsibilities:

• Coordinate and follow up on work orders with affiliate partners to ensure timely completion.
• Communicate with affiliates and customers via phone and email to schedule services, obtain documentation, and provide status updates.
• Support Account Managers by coordinating affiliate communications and assisting with customer service requests.
• Build and maintain strong relationships with affiliate partners through regular communication.
• Manage high-volume email correspondence and maintain accurate records using Outlook and internal systems.
• Ability to coordinate multiple work orders, priorities, and deadlines in a fast-paced environment.
• Ability to analyze information, resolve issues, and escalate concerns appropriately.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Demonstrated professionalism, reliability, and sound judgment.
• Flexibility to adapt to changing business needs and priorities.
• Ability to maintain confidentiality and handle sensitive customer information.

Requirements & Qualifications

• High school diploma or equivalent required
• 2+ years of customer service, service coordination, dispatch, administrative support, or account support experience preferred.
• Experience in fire protection, life safety, facilities services, or service industry is a plus.
• Strong customer service and relationship-building skills.
• Excellent verbal and written communication skills.
• Strong organizational skills with exceptional attention to detail.
• Proficient in Microsoft Office Suite (Outlook, Excel, Word) and experience with CRM or work order management systems.